This feature is on-demand currently. Please write to support@freshdesk.com if you'd like it enabled for your account.
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Average Handling Time is the time agents spend on tickets. The AHT option, available inside the Tickets page, works as a stopwatch that automatically starts each time an agent visits the ticket assigned to them and continues whenever they revisit the page. As an admin, you can use AHT to easily track time and keep a tab on your team’s productivity and monitor their performance. With AHT, you can:

  • Identify the tickets that take a long time
  • Check the time spent by individual agents
  • View the billable vs. non-billable hours 


A quick guide to scheduling an AHT export:

  • Login to your support portal as an Account Admin
  • Go to Reports > Schedule Export



  • Enable the Daily export of AHT stopwatch activities



  • Click Edit to access your API endpoint, and copy and paste the URL into your BI tool

  • Once you hit the API from your BI tool, it will return a link to the latest export file

    • Download the CSV from the link, which will be available for 30 days from the date of creation

  • You can also copy and paste the URL into your browser to receive a link to the file

  • The export data you receive will be in CSV format; you can convert the file to your required format using any online tools
  • If necessary, take help from a developer to use it with third-party BI tools


Here is the complete list of columns that would be returned from the export -


Column
What it represents
Stopwatch ID
ID of the timer running against the ticket
Agent ID
ID of the assigned agent against whom the time is tracked
Ticket ID
ID of the ticket
Company ID
ID of the company to which the ticket requester is mapped
Billable
True or False - depending on whether the timer ran on the ticket
Started at
Time at which the AHT timer started running
Time Spent
Total time spent (in seconds) by the assigned agent on the ticket for a given session
Note
Note added against the specific time entry